What To Do If You Need Customer Service Before, During, or After a Cruise

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There are several ways to book a cruise these days. You can go straight to the cruise line’s website, purchase through a big-box retailer like Costco, or work with a certified travel advisor like Cruise Planners. On the surface, the prices may look similar. But there’s a key difference in what comes with that booking—especially when something goes wrong.

Many people assume that working with a travel agent costs more. That’s simply not true. A reputable travel advisor does not charge extra for their services. They’re compensated by the cruise line—not by marking up your vacation. In fact, your cruise will typically cost the same or less than booking direct, and you’ll get access to expert advice, support, and personalized recommendations.

But here’s where it gets even better: seasoned agents have built relationships with cruise lines. They often have insider contacts—people who can escalate issues, answer specific questions, and help resolve problems faster than a public-facing call center can.

Let’s face it—life happens. And when it does, you don’t want to be stuck on hold with a national call center or trying to get help from a warehouse club. During the pandemic, many travelers reported that they couldn’t get timely service or refunds through big-box retailers. On the other hand, travelers who booked through an agent had an advocate in their corner.

And customer service issues aren’t just limited to pandemics. Think about hurricanes, airline delays, port changes, illness, or unexpected travel restrictions. These are real situations where travelers may need help—fast.

A travel advisor can often step in to rebook flights, adjust itineraries, or contact the cruise line on your behalf to get things back on track. That level of personal service just doesn’t come with a click-and-book website.

Customer service doesn’t end the moment you step off the ship. Sometimes, issues arise that don’t become clear until after your vacation is over. That’s when having a travel advisor really pays off.

• Shore Excursion Disputes: Maybe your guided tour was canceled without notice, or it didn’t match the description you were given. A travel agent can help file a complaint or request a refund directly with the cruise line or excursion provider.

• Dining Package Confusion: If you were charged for a meal that should’ve been included in your dining plan, or a specialty restaurant didn’t honor your reservation, your agent can help get that sorted out.

• Cabin or Service Issues: Did your room have maintenance problems? Was your onboard experience less than expected? These are common post-cruise concerns that agents can help address with the right department.

• Lost Items or Delayed Charges: Sometimes guests notice odd charges on their final bill or realize they left something important behind. Your travel advisor can be your point of contact for tracking it down or getting those charges corrected.

Without a travel advisor, your only recourse might be long phone waits, repetitive email chains, or automated responses. But when you book through an experienced agent, they become your voice—even after you return home.

A travel advisor isn’t just there to book your trip—they’re your partner throughout your vacation journey. Whether you need to change plans before departure, ask a question mid-cruise, or sort out details after the fact, they’re a resource you’ll be glad to have on your side.

So next time you plan a cruise, consider what kind of support you might need—not just the price tag on day one. The peace of mind a good travel agent brings is priceless.